The librarian's guide to homelessness : an empathy-driven approach to solving problems, preventing conflict, and serving everyone

cover image

Where to find it

Information & Library Science Library

Call Number
Z711.92.H66 D69 2018
Status
Checked Out (Due 5/20/2024)

Authors, etc.

Names:

Summary

Homelessness is a perennial topic of concern at libraries. In fact, staff at public libraries interact with almost as many homeless individuals as staff at shelters do. Empathy and understanding, along with specific actionable advice that's drawn from experience, makes all the difference in working with this group. In this book Dowd, executive director of a homeless shelter, spotlights best practices drawn from his own shelter's policies and training materials. Filled with to-the-point guidance that will help frontline public library staff and managers understand and serve this population better, this resource

includes facts about homelessness every librarian should know; debunks widespread myths about these individuals, explaining how they see themselves, what issues they struggle with, and how libraries can shift towards supporting them; shares de-escalation techniques like showing respect, ways to avoid making things personal, and using proper body language; walks readers through dealing with common issues like a sleeping patron, questionable hygiene, offensive behavior, and asking a patron to leave; and advises on how to provide backup to a colleague and when to call the police.

Filled with real life stories that illustrate the effectiveness of Dowd's approach, this one-of-a-kind guide will empower library staff to treat homeless individuals with dignity.

Contents

  • Acknowledgments p. ix
  • Introduction: Who Am I? Who Are You? p. xi
  • Part I Homelessness and Empathy
  • Chapter 1 Top Ten Homeless Myths p. 3
  • Chapter 2 Homeless People Are (Not) Just Like You p. 17
  • Chapter 3 Empathy: The Psychological, Neurological, and Social Bases for It p. 43
  • Part II Empathy-Driven Enforcement
  • Chapter 4 Empathy vs. Punishment p. 65
  • Chapter 5 Step 1: Your Head Tools p. 79
  • Chapter 6 Step 2: Your Body Tools p. 95
  • Chapter 7 Step 3: Your Word Tools p. 113
  • Chapter 8 Advanced Tools p. 141
  • Part III Special Situations
  • Chapter 9 Everyday Predicaments p. 151
  • Chapter 10 Mental Illness p. 159
  • Chapter 11 Substance Abuse p. 171
  • Chapter 12 Hygiene p. 179
  • Chapter 13 Sleeping p. 189
  • Chapter 14 Possessions p. 195
  • Chapter 15 Children p. 201
  • Part IV Beyond Problem-Solving
  • Chapter 16 Advice for Managers and Leaders p. 211
  • Chapter 17 How Best to Help Homeless Patrons p. 227
  • Conclusion: The End of Homelessness p. 237
  • Appendix: Key Phrases p. 241
  • Index p. 245

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